Customer Experience Manager – Strategic Service Design & Analytics Leader for arenaflex in Anchorage, Alaska

About arenaflex – Pioneering Financial Excellence in Alaska

arenaflex is a celebrated financial institution that has proudly earned the title of Best Place to Work in Alaska for nine consecutive years, as voted by readers of Alaska Business magazine. With a deep-rooted commitment to community, innovation, and exceptional service, arenaflex blends the stability of a traditional bank with the agility of a modern fintech leader. Our Anchorage headquarters serves as the hub for a collaborative team that delivers personalized banking experiences across the state, while embracing cutting‑edge technology and data‑driven decision making.

Why This Role Matters

As the Customer Experience Manager, you will be the architect of arenaflex’s end‑to‑end customer journey. You will shape how every client—whether a first‑time saver, a small‑business owner, or a seasoned investor—interacts with our brand across every channel, from branch visits to digital platforms. This is a high‑visibility role that directly influences satisfaction, loyalty, and the long‑term profitability of the organization.

Key Responsibilities

• Strategic Survey Design & Execution: Develop, launch, and maintain comprehensive customer satisfaction and advocacy surveys. Translate raw data into actionable insights that drive measurable improvements.
• Data‑Driven Experience Management: Track, monitor, and report on key experience metrics across all business units. Build benchmarking systems that compare performance over time and against industry standards.
• Cross‑Functional Collaboration: Partner with retail, digital, call‑center, and product teams to ensure a consistent, high‑quality experience at every touchpoint of the customer journey.
• Process Optimization & Automation: Conduct workflow analyses, identify labor‑intensive tasks, and recommend automation or redesign to increase efficiency and reduce friction.
• Project Leadership: Lead complex, multi‑department initiatives, develop project charters, budgets, schedules, and risk‑mitigation plans, and communicate progress to senior leadership.
• Compliance & Risk Management: Stay current on federal and state banking regulations, work closely with compliance teams, and ensure all experience‑related projects meet regulatory standards.
• Team Development & Supervision: Mentor and supervise a small team of analysts and coordinators, fostering a culture of continuous learning and accountability.
• Executive Reporting: Prepare and deliver concise, data‑rich presentations to the executive committee, highlighting successes, challenges, and strategic recommendations.
• Budget & Resource Planning: Assist in the creation of functional area budgets, allocate resources effectively, and track spend against plan.

Essential Qualifications

• Education: Bachelor’s degree in Business, Finance, Marketing, or a related field. A master’s degree or relevant certifications (e.g., PMP, Six Sigma) are a plus.
• Experience: Minimum six years of banking experience with a focus on customer experience, or eight years of related experience in a financial services environment. Demonstrated project‑management experience is required.
• Leadership: Proven ability to lead cross‑functional teams, influence senior stakeholders, and drive initiatives from concept through execution.
• Analytical Acumen: Expertise in designing surveys, statistical analysis, and translating findings into strategic actions.
• Communication Skills: Exceptional written and verbal communication; ability to craft compelling narratives for both internal and external audiences.
• Technical Proficiency: Advanced skills in Microsoft Office Suite (Word, Excel, PowerPoint), database management, and familiarity with project‑management tools such as MS Project, Asana, or Jira.
• Compliance Awareness: Strong understanding of banking regulations and the ability to work closely with compliance teams.

Preferred Qualifications & Additional Skills

• Supervisory experience managing a team of analysts or coordinators.
• Experience with customer‑experience platforms (e.g., Qualtrics, Medallia) and CRM systems.
• Knowledge of digital banking channels, mobile app UX, and omnichannel service design.
• Ability to handle confidential information with the utmost discretion.
• Strong problem‑solving mindset, with a track record of implementing process improvements that yield measurable ROI.

Core Competencies for Success

• Strategic Thinking: Ability to see the big picture while managing detailed execution.
• Customer‑Centric Mindset: Passion for understanding and exceeding customer expectations.
• Data Literacy: Comfort working with large data sets, statistical tools, and visual analytics.
• Influence & Negotiation: Skill in gaining buy‑in from diverse stakeholders.
• Adaptability: Thrive in a fast‑changing environment and adjust priorities as needed.
• Ethical Judgment: Commitment to integrity, confidentiality, and regulatory compliance.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. In this role you will have access to:

• Leadership development programs tailored for high‑potential managers.
• Mentorship from senior executives in banking, technology, and operations.
• Tuition reimbursement for relevant certifications or graduate coursework.
• Opportunities to lead enterprise‑wide transformation projects that shape the future of banking in Alaska.
• Cross‑departmental rotations that broaden your perspective and skill set.

Work Environment & Culture at arenaflex

Our Anchorage office offers a collaborative, inclusive atmosphere where ideas are welcomed and innovation is rewarded. Employees enjoy:

• Flexible work‑hours (standard Monday‑Friday, 8:00 am‑5:00 pm) with occasional remote‑work options.
• A supportive community that values work‑life balance, reflected in generous paid‑time‑off policies and family‑friendly initiatives.
• Recognition programs that celebrate individual and team achievements.
• State‑of‑the‑art meeting rooms, quiet zones, and a modern break area designed for creativity and well‑being.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard.

Compensation, Perks & Benefits (General Overview)

arenaflex offers a competitive total‑reward package that includes:

• Base salary commensurate with experience and market benchmarks.
• Annual performance‑based bonuses tied to customer‑experience metrics.
• Comprehensive health, dental, and vision coverage for employees and dependents.
• Retirement savings plan with company matching contributions.
• Paid parental leave, adoption assistance, and flexible scheduling.
• Employee assistance program, wellness initiatives, and gym membership discounts.
• Professional development stipend and access to industry conferences.

How to Apply

If you are ready to lead the transformation of customer experience at a forward‑thinking financial institution, we want to hear from you. Submit your resume and a compelling cover letter that illustrates how your background aligns with the responsibilities and qualifications outlined above. Join arenaflex and help us continue to set the standard for banking excellence in Alaska.

Closing Statement

arenaflex is more than a bank; we are a community partner, an innovator, and a place where ambitious professionals can thrive. The Customer Experience Manager role offers a unique platform to make a lasting impact on both our customers and the broader financial landscape. Take the next step in your career—apply today and become a catalyst for exceptional service at arenaflex.